Lucky Carnival Casino - Player believes that their withdrawal has been delayed.

Joined a few days ago, deposited a few hundred and then won my money back, tried to withdraw but needed to verify my identity of which I did and it stated in green verified. Upon trying to withdraw there was only one option which was maestro card of which I did not have as I deposited using my debit card. I contacted chat who told me to download a app called revolut and get a virtual one of which I followed instructions and got one. Tried to withdraw after waiting 36 hours it was declined, they said they needed a picture of the front and back of the mastro card , I explained I did not have this as it was a virtual card and they guided me into other option to verify this. Again it said in green on my account this as been verified. Tried to withdraw again and had to wait 36 hours and after waited the full hours , declined with no email, no call, nothing so I contacted live chat who said I needed to wager x3 my deposits. In the last few days I have had two phone calls from this casino regarding my withdrawal and numerous live chats and not once did they mention this , all they kept saying was my winnings would soon be with me don’t worry. It shows in my account as real money not bonus .I have been misled by this company and have all the proof screenshot and I’m going to take this further unless it is resolved. I shall also be contacting my bank to dispute the payments as they have not fulfilled the requirements I was made to believe and been lead on.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have ended up disputed it iwith my bank as they have now fully blocked my account

Dear player, just to clarify — do I understand correctly that you initiated a chargeback with your bank, and then the casino blocked your account? Or was your account already blocked before you contacted your bank?

They blocked my account before I contacted my bank

Dear player, you haven't answered whether you made a chargeback.

Yes I made a charge back that is in review

Dear player, as you have initiated a chargeback, we are unable to provide further assistance. Please be aware that initiating a chargeback is a violation of any online casino's Terms and Conditions. Furthermore, please note that your chargeback activity may result in you being flagged as a potentially unreliable customer by other casinos. We strongly advise attempting to resolve disputes directly with the casino prior to initiating a chargeback.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.